Transcript of a YouTube video (by Tanya Hughes) in which two speakers discuss handling objections on inbound mortgage-protection calls. They reference the automated pre-call recording callers hear, walk through common objections (e.g., "it protects the bank"), demonstrate corrective language, stress empathy for callers having a bad day, and end by steering toward setting appointments to review options.
So that's actually one of my favorite objections right now because I've actually listened to the recording that they listen to.
And they know what they're calling in for.
And at the end of the call, it actually says someone will be reaching.
Out to give you your options, or an agent will be reaching out to go over the options with you.
So I go back to that. I'm like, I actually had this the other day.
I was like, look, Michael, I'm gonna.
Be honest with you.
You knew what you were calling in for when.
When you picked up the phone and you called into the system. It says you sit on the phone.
For four minutes, roughly four minutes, sometimes less. And you put one for yes and two for no. And you answer all the questions.
Your tobacco status, if you have a.
Co borrower or spouse, your age, your name, all of that information you have to answer.
My job is to get the information.
To you on what mortgage protection is and get those options to you. Since it's no longer taken care of at the closing.
I have found when you throw in it's no longer taking care of at the closing, they're like, well, why wasn't it?
Well, this is why.
And then I set up an appointment.
To go over the information with them.
Because oftentimes, one, you don't know if the person is having a rough day. Like, I'll be honest, last week, if I had someone call me for mortgage protection, I probably would have hung up like I was not having it last week. So you just never know if they're having a rough day, a rough week, if they just had to run to the school and get their kid out of school. Like, you just don't know. And so I try to be as nice as I can, but also be direct. And so with that one, I just.
Look, I completely understand, but my job is to get the information to you. Do you even know what mortgage protection is?
Well, yeah, it protects the bank.
No, it actually doesn't.
That's not what mortgage protection is.
That's old mortgage protection, new mortgage protection protection, even of any disability, major, medical or death.
My job's to get those options to you.
What you choose to do, that's up to you. When are you and your wife typically home? Morning, afternoon or evening?
I typically brush over those objections.
The bigger deal you make of it, the bigger deal that gonna make of it. But if they cuss me out, I just hung up. That's all I got. Move on. And you guys, because you'll get that, just move on.
